Freshsuccess (based on technology acquired by Natero by Freshworks in May 2019) is designed to help Customer Success Managers prevent churn, increase account expansion, and manage more customers with less effort.
The vendor says features include:
- Customer 360 - See customer emails, chats, meetings, support tickets, billing history, and product usage, in one place.
- Predictive Alerts - Predict which customers are likely to churn, convert, or expand their business.
- Health Scores - Monitor customer health based on in-app usage, custom KPIs, CSM scores, support tickets, and NPS.
- Workflows & Playbooks - Drive Customer Success processes for Onboarding, Business Reviews, Risk Mitigation, and Renewals.
- Targeted Emails - Send timely and relevant emails to the right customers using automatic triggers or segmented lists.
- Dashboards - See critical metrics like Churn, Lifetime Value (LTV), product adoption, financial health or create custom views.
- Reporting - Explore customer data and spot trends over time using a point-and-click report builder.
- Segmentation - Create dynamic lists of accounts and users for in-depth analysis, comparison, or customer outreach.
Freshsuccess combines predictive analytics, customer intelligence, and workflow management in a unified platform. The vendor says this data-driven approach enables B2B software providers to proactively manage Customer Success and maximize customer lifetime value.